Member Engagement Manager

As our Member Engagement Manager, you’ll lead the planning, delivery and optimisation of end to end lifecycle communications  across Virgin Red and our Financial Services portfolio. You will define and evolve lifecycle strategy across key member moments — from onboarding and activation through to growth, retention and re-engagement — ensuring activity delivers measurable engagement and commercial impact. From well-timed nudges to behaviour-led interventions you’ll turn insight into smart, testable ideas that drive activation, reactivation and long-term value.

This is a commercially accountable role for someone who can confidently move from data to direction — shaping moments that matter, aligning key stakeholders, operating within a regulated Financial Services environment including the US Virgin Red Credit Card and translating lifecycle strategy into clear CRM requirements, briefs and measurable outcomes.

Our Virgin Family

Virgin Red rewards customers who live the Virgin lifestyle. Earn Virgin Points across our vast partner network, unlocking everyday rewards and exclusive experiences. As the Virgin network hub, we foster deeper customer understanding, opening doors for partners. Bold, distinctive, customer-centric – that's Virgin Red.

We’re a huge brand, but not a huge team, which means we take a hands-on approach while thinking strategically. Everyone rolls up their sleeves to get things done, making it an exciting and collaborative place to work.

Tell me more

• Define and lead lifecycle strategy across Virgin Red and Financial Services, to drive measurable engagement and long-term value.
• Own and optimise key lifecycle moments and behaviour-led triggers, identifying drop-off points and translating insight into clear, testable action plans.
• Partner with stakeholders across Commercial, Data, CRM Operations and US Banking Partner to turn business priorities into meaningful member moments.
• Translate strategy into clear briefs and requirements for build and delivery in Braze and other CRM tools, maintaining strong operational oversight.
• Champion a strong test-and-learn culture, continuously improving targeting, messaging and results.
• Ensure communications are on-brand, well-governed and compliant.

What you’ll need

• Proven experience in lifecycle CRM, ideally within a consumer-facing business.
• Strong strategic thinking, with the ability to start with insight and shape clear, practical plans.
• Confidence working independently and leading initiatives.
• Experience working with cross-functional stakeholders, including senior partners.
• A performance mindset – comfortable using data to guide decisions and measure impact.
• Working knowledge of CRM platforms such as Braze (hands-on expertise welcome, but not essential).
• Financial Services experience is beneficial, but not a must.

The extra details

Role type: Contract (11 months)
Location: London hub (2-3 days per week) & your home space
Salary: £55,000 - £62,000 plus bonus - We're putting our salaries out there for everyone to see - no smoke and mirrors, just honest numbers. We'll offer a salary that matches your skills, always aiming for room to grow.
Working hours: Full time - We embrace flexible working. Let us know what hours empower you to be at your best both professionally and personally, we’ll try to find a perfect match for you and us.
Benefits: Buckle up for an adventure with Virgin! Our benefits package isn't just a list – it's your ticket to an extraordinary career and life. Think unlimited leave for your globe-trotting dreams, a “Screw it, let’s do it” pot to enjoy being you, and a learning budget to fuel your curiosity. We’ve got your back with top-notch health care, family support that goes the extra mile, a generous pension with up to 10% employer contribution, life insurance, and the option to go electric through our EV scheme. From flexible volunteering to investing in your future, we’re not just offering a job – we’re inviting you to join a community that celebrates your whole self.
Closing date: 19 March 2026

Some of the attributes that define a Virgin person just can’t be quantified in words. We pride ourselves on welcoming people from all walks of life, with all sorts of skill sets. Most recently, we successfully campaigned to add ‘Dyslexic Thinking’ as a skill on LinkedIn. We truly value passion for Purpose and Sustainability, welcoming creative thinkers and innovators. Any uniqueness is a strength and will be considered an asset to our workforce. If there is something you would like us to consider, to tailor the hiring process to the way you work best, please don’t hesitate to let us know. 

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